> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.swellsystem.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# AI Features

# AI Features

Leverage artificial intelligence to enhance your support operations and improve efficiency.

## AI Assistant Panel

### Accessing AI Features
1. Open any ticket detail view
2. Click "AI Assistant" button in header
3. AI panel opens with available features
4. Click any feature button to use

**Note**: AI features require Professional plan or above.

## Available AI Features

### 1. AI Draft Response
Generate professional, context-aware draft replies.

**How to Use:**
1. Open ticket detail view
2. Click "AI Draft" in reply form or AI panel
3. AI analyzes conversation and generates response
4. Review and edit as needed
5. Send the reply

**Benefits:**
- Faster response times
- Consistent professional tone
- Context-aware suggestions
- Reduces writing time

### 2. Ticket Summarization
Condense long conversation threads into concise summaries.

**How to Use:**
1. Open AI Assistant panel
2. Click "Summarize"
3. View summary in panel
4. Use for quick understanding of complex tickets

**Summary Includes:**
- Key customer concerns
- Resolution status
- Important details
- Action items

### 3. Sentiment Analysis
Analyze customer sentiment to prioritize and adjust tone.

**How to Use:**
1. Click "Sentiment" in AI panel
2. View analysis results:
   - **Sentiment**: Positive, Neutral, Negative, or Frustrated
   - **Score**: -1 to 1 (negative to positive)
   - **Urgency**: Low, Normal, High, or Critical
   - **Confidence**: 0 to 1 (analysis confidence)

**Use Cases:**
- Identify frustrated customers
- Prioritize urgent issues
- Adjust response tone
- Escalate when needed

### 4. AI Routing Suggestions
Get AI-powered suggestions for ticket assignment.

**How to Use:**
1. Click "Suggest Assignee" in AI panel
2. View suggested agent with reasoning
3. Click "Apply" to assign automatically
4. Or manually assign based on suggestion

**AI Considers:**
- Ticket content and complexity
- Agent expertise and workload
- Historical assignment patterns
- Customer-agent relationships

### 5. Smart Categorization
Get AI-suggested tags for better organization.

**How to Use:**
1. Click "Suggest Tags" in AI panel
2. View suggested tags
3. Click any tag to apply it
4. Tags help with filtering and reporting

**Benefits:**
- Consistent tagging
- Better organization
- Improved reporting
- Automated categorization

## AI Features in Workflows

AI can be integrated into workflows:
- Auto-generate responses
- Auto-tag based on content
- Auto-route based on analysis
- Auto-escalate based on sentiment

## Best Practices

1. **Review AI Suggestions**: Always review and edit AI-generated content
2. **Train Your Team**: Ensure agents understand AI features
3. **Use for Efficiency**: Leverage AI to handle routine tasks
4. **Monitor Quality**: Review AI suggestions for accuracy
5. **Combine with Human Touch**: Use AI to enhance, not replace, human support

## Limitations

- AI features require internet connection
- Response quality depends on ticket context
- May require editing for accuracy
- Not a replacement for human judgment

## Troubleshooting

### AI Features Not Available
- Verify you have Professional plan or above
- Check AI Assistant access in tenant settings
- Contact support if issues persist

### Poor AI Suggestions
- Ensure ticket has sufficient context
- Try regenerating suggestions
- Provide more details in ticket

### Slow AI Responses
- Check internet connection
- AI processing may take a few seconds
- Try again if timeout occurs